Help Desk Administrator

We are looking to hire a Helpdesk Administrator who will be responsible for overseeing help desk operations and providing front-line technical support to end users within one of the leading semi-government organizations in the region . The role will play a key part in ensuring efficient IT service delivery and maintaining high customer satisfaction.

This position is a contract role with an initial duration of 12 months and is renewable.

The Helpdesk Administrator will work closely with the Digital Governance & Security team to manage IT ticketing processes, deliver timely and effective support , and contribute to the development of best practices in IT service management and user support.

Key Responsibilities:

• Serve as the first point of contact for user IT support via phone, email, or ticketing systems.
• Manage and prioritize helpdesk tickets, ensuring timely resolution and SLA compliance.
• Log incidents and resolutions accurately and prepare regular performance reports.
• Install, configure, and troubleshoot hardware, software, and peripheral devices.
• Prepare reports on helpdesk performance, ticket volumes, and issue trends for management review.
• Develop and update technical documentation, FAQs, and end-user guides to promote user self-services
• Maintain IT asset inventory and coordinate with vendors for issue resolution.
• Coordinate with vendors and internal technical teams for issue resolution and service improvements
• Create and update user guides, FAQs, and documentation to promote self-service.
• Identify recurring issues and recommend process or training improvements.
• Support continuous service enhancement and deliver high customer satisfaction.

Knowledge, Skills & Experience

• Bachelor’s degree in Information Technology or a related field.
• Minimum of 2 years of experience in IT customer support or helpdesk operations.
• Proficiency in both English and Arabic languages.
• Strong knowledge of Windows OS, Microsoft 365, and common enterprise applications.
• Experience using IT ticketing systems such as ServiceNow, ManageEngine, or similar.
• Basic understanding of networking, system administration, and IT troubleshooting.
• Excellent communication, organizational, and problem-solving skills.
• Strong customer service orientation and ability to manage multiple priorities.
• Relevant IT or Helpdesk certifications (e.g., CompTIA A+, ITIL Foundation, or equivalent) are an advantage.
• Strong analytical, reporting, and data visualization skills.

Availability:

• Preference will be given to candidates available to join immediately upon offer acceptance.